Comments on: Behind-the-Scenes: WooThemes Support

By: Josh Yarber

Josh Yarber — Wed, 02 Dec 2009 02:54:16 +0000

I think you guys go the extra mile by helping us newer designers with wordpress related code and css. You could easily say, “hey kid, go learn the template tags and stop bugging us.” But you don’t, instead you guys (props to tiag) guide us through each process and explain it the whole way for a very good rate. Thanks.

By: Adii Rockstar

Adii Rockstar — Tue, 01 Dec 2009 16:09:43 +0000

Agreed on the search-functionality; this is definitely something that we’re hoping to improve on with some of the things we’re working on in the background at the moment.

By: Thomas Krueger

Thomas Krueger — Tue, 01 Dec 2009 15:40:47 +0000

The support through the forum works fine, but the search functions of the fourum could be better. And also thanks for responding to questions that are not always related to a certain theme.

By: Adii Rockstar

Adii Rockstar — Tue, 01 Dec 2009 05:05:10 +0000

Well, we would’ve responded to the e-mail; we just couldn’t give you any technical support!

In your case, you have two options: 1) get the original developer to transfer his WooThemes account to you; or 2) purchase Aperture from us directly.

You’re more than welcome to drop us an e-mail (which will definitely be responded to) for some help in getting access to the support resources.

By: Adii Rockstar

Adii Rockstar — Tue, 01 Dec 2009 05:03:06 +0000

I believe that we run our company in a very open, honest & transparent way. So posts like these (whilst most people would’ve known this already), just clears any kind of misconceptions that may exist.

I also think there’s an element of knowledge-sharing involved in this and I hope that some of our readers would benefit from sharing in our experiences in growing our own business.

By: Adii Rockstar

Adii Rockstar — Tue, 01 Dec 2009 05:01:16 +0000

This is something that we are working on for 2010 and we hope to rock some awesome new functionality next year.

By: Adii Rockstar

Adii Rockstar — Tue, 01 Dec 2009 05:00:38 +0000

Ditto. If we didn’t make money from WooThemes, we’d need to get full-time jobs and only work on Woo when we have time to. That would mean we’d never be able to release 3 / 4 themes per month and we wouldn’t be able to work with the best web designers on the planet either…

By: Adii Rockstar

Adii Rockstar — Tue, 01 Dec 2009 04:59:23 +0000

Spot on!

I just wish that some users would actually search & read more, but guess that’s part of technical support.

I think the most important thing for us as a company, is the fact that we really pride ourselves in providing only the best support resources; so we really do try go that extra mile for our customers, whilst just balancing that with running a sustainable business.

By: Steve

Steve — Tue, 01 Dec 2009 04:05:29 +0000

Hi.. I just took over a site that is using the Aperture theme… I assume the original developer purchased the theme, but don’t know for sure… so the problem I have is that there is a glitch in the theme under certain circumstances when viewed with Firefox (IE is okay.. shocking)… anyway I can’t access the forums.. I know that an email won’t be responded to (and I understand the reasons for that)… so what do you recommend for someone like me?

By: johnnyv

johnnyv — Tue, 01 Dec 2009 00:37:58 +0000

I should add that I’m very pleased, to say the least, with Woo Themes and the support that comes with each theme.

By: phatoz

phatoz — Tue, 01 Dec 2009 00:23:57 +0000

Everything you wrote about should go without saying and I’m a bit surprised to think the points expanded upon needed to be explained.

Going the extra mile to explain things, like you have in this post, will keep loyal paying members loyal while the non-supporters will go elsewhere.

By: johnnyv

johnnyv — Mon, 30 Nov 2009 20:38:12 +0000

If had one wish for the forums… I wish the forums would email me a notice when someone responds to my post. Sometimes I lose track and spend a lot of time searching to see if my posts have responses.

By: Phil - Theme Coupon Codes

Phil - Theme Coupon Codes — Mon, 30 Nov 2009 18:29:01 +0000

I can definitely understand the need to keep the sustainability of your business going by offering good support to the people who buy.

Another thing to note is that a lot of time the pirated versions of themes have extra crap in them, they are outdated, or provide holes that hackers can use to compromise your Wordpress.

Always a better option to pay the small price for a theme. Plus it allows the theme company to continue making themes – otherwise they’d go out of business and you wouldn’t get any more quality themes.

By: Conor P

Conor P — Mon, 30 Nov 2009 13:26:05 +0000

People always seem to think there question is more important- hence the email.

By: R.Bhavesh

R.Bhavesh — Mon, 30 Nov 2009 13:17:36 +0000

Great read. Both are the very important points and I would also add effciency here. Sometime, in technical support we do need to add code lines, image screenshots etc. and the conversation keeps going. Having that in forum is efficient way to help the customers.

Ofcourse, once the problem is solved, rest of the members can benefit from this forever.

By: Adii Rockstar

Adii Rockstar — Mon, 30 Nov 2009 12:56:11 +0000

Fair enough, but feature suggestions could go to e-mail. It’s only really technical support questions that we direct to the forums.

And great to have you on board as a member!

By: Dan Frydman

Dan Frydman — Mon, 30 Nov 2009 12:51:12 +0000

All very logical Adii and thanks for the support that the forums offer – however not everyone is best served by a forum. Particularly when it comes to requests for new functionality.

I’ve suggested a feature which I know would be a lot of work and I think doing that in a forum would then make it a bigger list.

Thanks for continuing to go the extra mile. Bought the developer license on Black Friday and support to tell me where to find it after I’d purchased was first class.